Lisa Pratt

Lisa Pratt
Customer Engagement Leader with experience at B2B software companies with 200-12,000+ employees

Lisa is the Vice President of Customer Engagement Marketing at UKG, a leading global HR provider and one of the largest cloud companies in the world. She’s built a team of 27 to  responsible for customer marketing, customer intelligence, advocacy, and community for more than 20,000 customers. Lisa previously led customer marketing and marketing analytics at Kronos (pre UKG merger) and Fidelity Investments.

Guides

Lisa Pratt is the Vice President of Customer Engagement Marketing at UKG where she leads a team responsible for customer marketing, customer intelligence, advocacy, and community for more than 20,000 customers. In this guide, she explains how customer marketing can make customer retention and expansion efforts more effective at scale, and describes how to manage the function.

Other Areas of Expertise

1
Hiring a Customer Engagement Marketer
Lisa can advise on hiring a customer engagement marketer--based on the company context, it might make sense to prioritize creative marketing ability or tech-heavy customer enablement.
2
Cross-functional Collaboration
Customer engagement is a hugely cross functional motion. Lisa can advise on how to coordinate the effort between marketing, CS, support, product, and other stakeholders.
3
License-maintenance to SaaS Transformation
Lisa led the Transformation Management Office to move Kronos to a SaaS business model. This included introducing customer success, changing metrics (from product-focused to SaaS), modifying employee behaviors to support the customer journey, and speeding customer time-to-value.
4
Marketing Metrics and Analytics
Lisa’s approach to marketing and customer tracking is analytical. She’s previously held roles in marketing measurement and analytics, and started her career as a statistician.

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